When an organization has initiated an IT transformation project, which 'organizational change management' activity should it carry out FIRST?

ACreate a clear picture of what is changing and why it is valuable

BDevelop a value stream map of the desired future changes

CCreate corrective action plans for staff who are resistant to the change

DCommunicate areas of waste that can be eliminated

Answer : A

Which is a purpose of the customer journey?

ATo understand the interactions between the user and the service provider

BTo maximize the co-creation of value from both an outcome and experience perspective

CTo understand the service consumer resources required to deliver the service

DTo maximize the number of contacts with the customer in order to enhance the service

Answer : A

Which BEST describes the primary role of a governing body?

ATo establish and regularly review the goals cascade throughout the organization

BTo develop and regularly review IT measures and metrics

CTo annually review and approval of IT projects to maximize business value

DTo establish and regularly review the effectiveness of risk management and internal controls

Answer : D

Which charging mechanism could cause the price of a service to change depending on the time of day?

ACost

BCost plus

CMarket price

DDifferential charging

Answer : D

What do Lean and Agile consider a barrier to high performance?

ALarge batch sizes of work

BPulling versus pushing work

CMaking work visible

DLimiting work-in-progress

Answer : A

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